Technical Account Manager- Team Lead

Genetec•New York, NY

About The Position

The Technical Account Manager (TAM) Team Leader oversees a team of Technical Account Managers supporting strategic customers using Genetec’s platform. As a leader, you ensure each TAM provides the service as the technical account owner for their assigned customers. You are accountable for team performance, customer outcomes, and consistent execution of service commitments across the portfolio. You serve as the first level of report and escalation As a Team Lead, you also manage a strategic, and limited number of accounts yourself as a Technical Account Manager. This role combines people leadership, senior-level customer engagement, and deep technical/operational understanding of enterprise physical security environments. You’ll partner closely with Dedicated Client Care / Support leadership to drive proactive service, effective escalation handling, and measurable customer value.

Requirements

3+ years in Technical Account Management, Customer Success Engineering, Systems/Solutions Engineering, Project Management, or a similar customer-facing technical role
Ability in leading or mentoring others (people management, team lead, or demonstrated informal leadership)
Experience owning technical customer relationships; comfortable managing a portfolio of accounts
Experience with complex deployments (multi-site, multi-vendor, high availability) and executive stakeholder management
Understanding of physical security concepts: devices, firmware, VMS/access control, event, and alarm flows
Ability to translate contractual language (SOW/SLAs) into operational commitments and measurable deliverables
Structured approach to root-cause analysis and driving cross-functional resolution (Support/Operations/Engineering)
Strong presence and communication skills; able to speak fluently with both technical and business stakeholders
Experience building and using metrics: customer health scores, SLA dashboards, adoption metrics, and renewal/expansion indicators
Strong planning and organizational skills; comfortable handling multiple high-priority initiatives concurrently
Customer-obsessed and outcome-oriented.
Calm under pressure, especially during major incidents and escalations.
Comfortable coaching others, giving clear feedback, and setting high standards.
Able to operate at both strategic and hands-on levels.
Collaborative, transparent, and structured in communication.

Responsibilities

Leadership & team management
Lead, coach, and develop a team of TAMs supporting enterprise accounts
Ensure your team members adhere to standards and processes
Define and track team KPIs and drive continuous improvement
Run regular 1:1s, performance reviews, and development plans; build succession and support internal mobility
Strategic customer ownership
Ensure each account has a clear governance model (stakeholders, cadence, success plan, KPIs) and that TAMs maintain strong customer relationships
Intervene directly in major incidents, escalations, and renewal risks to restore trust and drive an action plan
SOW governance & delivery excellence
Ensure TAM activities align with contractual SOWs: in-scope services, hours, deliverables, and service tiers
Define and enforce standards for scope interpretation, assumptions documentation, and communication of exclusions
Partner with Sales, Legal, and Professional Services on SOW design for new enterprise deals and renewals
Incident, SLA & escalation management
Own the escalation framework and ensure TAMs consistently follow it for critical incidents
Review major incidents with the team, drive corrective and preventative actions across Support, Operations, and Engineering
Adoption, change management & value realization
Ensure TAMs drive feature adoption, workflow optimization, and measurable outcomes
Physical security & integration focus
Guide the team on best practices for integrating Genetec solutions with customer ecosystems (Access control, identity, and third-party systems)
Collaborate with Product and Engineering to feed field insights back into the roadmap and integration priorities
Cross-functional collaboration
Partner with Dedicated Client Care / Support for proactive monitoring, health checks, and continuous improvement